. >> the people in government must be aware of the problem and they appear to be ignoring the problem. reporter: they do know. a state audit in march, 2011, first outlined the problems in the unemployment phone system and confirmed the issues or serious. of the 29.7 million calls in which individuals asked to speak with an agent, 84% were unsuccessful. >> i think people have a lot of expectations that i call and someone there is to answer. well there are finite resources and staff. >> this spokesperson says budget limitations and the volume of calls to the up employment insurance line make it difficult to answer every call. >> the demand is overwhelming and we know it's difficult to get through to a representative, but we're doing our best to try to make information available for our customers. >> levy directs people to the edd web site, e-mail, and social media sites sites and has the se advice for people having trouble on the disability insurance line. >> submit your questions online. some people may not want to but it's the self-service will help us get caught up. >> the says they'